We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 381196 results
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Decision Reference DRN-5708211
23 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5708211 The complaint Mr C complains American Express Services Europe Limited (Amex) failed to carry out appropriate financial checks before it approved a credit card account for him. What happened Mr C says Amex approved a credit card account for him in October 2020 with a credit l... (3 pages)View decision -
Decision Reference DRN-5813554
23 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5813554 The complaint Mr O complains that following the closure of his bank account with National Westminster Bank (NatWest) in 2002 he says he is still to receive the balance of around £34,000. Mr O, via his solicitors who represent him on this complaint (for ease I’ll refer to Mr ... (5 pages)View decision -
Decision Reference DRN-5446023
23 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5446023 The complaint Mr K complains that Clydesdale Bank Plc trading as Virgin Money won’t reimburse money he lost when he fell victim to an investment scam. What happened Mr K decided to invest in what he thought was a genuine investment opportunity – based on his and his brothe... (3 pages)View decision -
Decision Reference DRN-5831503
23 Sep 2025 Tesco Mobile Limited UpheldConsumer CreditDRN-5831503 The complaint Mr K has complained that Tesco Mobile Limited is holding him liable for a credit agreement that was taken out to buy a device. What happened The circumstances of the complaint are well known to the parties so I won’t go over everything again in detail. But to ... (4 pages)View decision -
Decision Reference DRN-5833003
23 Sep 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5833003 The complaint Mr W complains PayPal UK Ltd won’t refund him for a website domain he bought. What happened Mr W was on a site selling website domains, one he’s used before, and he bought a domain. Mr W thought the domain would be around £10. But Mr W was charged over £25,0... (3 pages)View decision -
Decision Reference DRN-5146700
23 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5146700 The complaint Ms R complains that Barclays Bank UK PLC, trading as Barclaycard, won’t refund money she lost when she was a victim of a scam. Ms R is being represented by a firm I’ll refer to as ‘IG’. What happened The background to this complaint is well known to both partie... (4 pages)View decision -
Decision Reference DRN-5469067
23 Sep 2025 Western Union Payment Services GB Limited Not upheldBanking and PaymentsDRN-5469067 The complaint Miss C complains that Western Union Payment Services GB Limited (WU) won’t refund money she lost to a purchase scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Miss C found concer... (4 pages)View decision -
Decision Reference DRN-5525964
23 Sep 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5525964 The complaint Mrs C says MotoNovo Finance Limited trading as MotoNovo Finance (‘MotoNovo’), irresponsibly lent to her. She says that MotoNovo didn’t take reasonable steps to ensure she could afford the repayments towards a hire purchase agreement to purchase a vehicle. She s... (3 pages)View decision -
Decision Reference DRN-5681521
23 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5681521 The complaint Miss I complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY won’t refund the money she lost following a number of payments made from her account. What happened Between 2018 and 2023, a number of payments totalling around £70,000 were made from Miss ... (3 pages)View decision -
Decision Reference DRN-5834025
23 Sep 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5834025 The complaint Mrs A complains that Shop Direct Finance Company Limited trading as Very (‘Very’), unfairly charged her interest on her account. What happened Mrs A has a catalogue account with Very through which she makes purchases using its credit facilities. In May 2023, Mr... (2 pages)View decision
